服务设计思维下房屋租赁满意度调查研究

本文借助服务设计思维与方法对房地产中介租赁用户的需求进行研究,探究房地产中介在租赁过程中存在的服务设计问题及优化建议。通过服务设计思维,利用观察法和访谈法,分析用户在租赁过程中的活动现状和行为需求。利用用户旅程图呈现调查结果,制作房屋租赁典型用户角色Personas图,由此找出房屋租赁服务痛点。并以调查结果为基础,探讨房地产租赁市场在服务经济时代转型发展的服务模式,提出运用服务设计思维改善房屋租赁用户满意度,旨在促进我国房地产租赁市场健康发展。

With the help of service design thinking and method,this paper studies the leasing users’needs from real estate agents,and explores the service design problems and optimization suggestions existing in the leasing process of real estate agents.Through service design thinking,the activity status and behavior needs of users in the leasing process are analyzed by using observation and interview methods.The user journey map are used to present the survey results,and make the Personas map of the typical user roles of housing rental,so as to find out the pain points of housing rental service.On the basis of the survey results,this paper discusses the service mode of the real estate rental market in the era of service economy,and proposes the service design thinking in order to improve the satisfaction of housing rental users,and promote the healthy development of China's real estate rental market.